New user (trusted) cannot get into anything on the project in Service Management

[John Wessel]

I have added a user (groups = admin and users) onto my project.  He cannot run shared filters or see any issues which exist.  There was another user added and that user is fine and can find issues and/or create issues.

When trying to run a shared filter, this newest user gets message that field "labels" does not exist or does not have permission to it.

[Walter Buggenhout · Accepted solution]

Hi @John Wessel and welcome to the Community!

In Jira Service Management, internal users either need product access to JSM (your agents) or JSW (your collaborators) AND - if your project was set up quite normally - should be added to the Service Desk Team role of your project.

Your customers, i.e. the people who can create tickets - do not need product access, but should be added to the Service Desk Customers role of your project.

Check out this support article and the reference documentation within to get familiar with the way JSM permissions work.

Hope this helps!